Customer Care Advocacy Specialist I

About Working at Commerce

Working at Commerce Building a career here is more than just steps on a ladder. It's about helping people find financial safety and success, helping businesses thrive, and making sure people and their money are taken care of. And our commitment doesn't stop there. Our culture is about our people, the ones in our communities and the ones that work with us.

Here, you'll find opportunities to grow and learn, to connect with others, and build relationships with the people around you. You'll have the space and resources to grow into the best version of yourself. Because our number one investment is you. Creating an award-winning culture doesn't come easy. And after 160 years, we know Commerce Bank is only at its best when our people are.

If this sounds interesting to you, keep reading and let's talk.

Hourly: $23.80 - $27.65 (Amount based on relevant experience, skills, and competencies.)

The main purpose of this job is to respond to, research, and coordinate the resolution of retail customer complaint calls and/or correspondence escalated by executives and/or senior management, branch managers and supervisors. Additionally, this role will act as a liaison between internal and external customers and assist in identifying, developing and implementing short- and long-term solutions.

• Provide a high level of customer service and support to external customers
• Support inquiries received via live chat, email or telephone
• Basic ability to assess customer needs, identify customer operating systems, browsers with requirements for adequate use of Online Banking product to support customer usage including mobile devices
• Authenticate callers to ensure our customers and the bank are protected from fraud attempts and take additional steps to mitigate risk if needed
• Recommend alternative products or services; refer to other departments when appropriate
• Research information and complete data entry to note customer interaction results
• Identify risk-related issues and escalate appropriate requests
• Remain current with product knowledge and administrative requirements through trainings
• Perform other duties as assigned

Required:

• Basic product knowledge
• Basic ability to explain bank policies, procedures and/or regulations
• Ability to meet department efficiency and quality standards within 90 days
• Ability to establish quick rapport with customers, actively listen, respond promptly with correct information
• Ability to work in a high paced environment and maintain stable performance
• Ability to maintain a high degree of confidentiality
• Ability to maintain a high level of customer satisfaction
• Ability to complete and pass new hire quizzes and exam
• Motivated and organized self-starter with strong attention to detail and the ability to manage multiple priorities
• Inquisitive, agile and strong team player with excellent written, verbal and interpersonal communication skills
• Ability to remain adaptable and resilient to all situations with an optimistic outlook and cast a positive shadow that is aligned with our culture and Core Values
• Basic level proficiency with Microsoft Word, Excel and Outlook

High school diploma, GED or equivalent combination of education and experience required

1+ years related customer service experience preferred

Work primarily from home

Must be eligible to work in the U.S. without sponsorship now or in the future

1045 Executive Pkwy, St. Louis, Missouri 63141

The candidate selected for this position may be eligible for the following employment benefits: employer sponsored health, dental, and vision insurance, 401(k), life insurance, paid vacation, and paid personal time. In addition, we offer career development, education assistance, and voluntary supplemental benefits.

Full time

Inclusion at Commerce

We have been awarded numerous awards for our company culture. We have been included on distinguished lists such as Forbes' Best Midsized Employers, Forbes' Best Employers for Women, and Korn Ferry's Engaged Performance Award. You'll see the difference for yourself when you join the team.

Commerce Bank is proud to be an Equal Employment Opportunity employer and believes that every individual should have the opportunity to work at a job for which he, she or they qualifies. We celebrate diversity and do not discriminate based on race, color, ancestry, ethnicity, gender identity, gender expression, sex, sexual orientation, disability (including physical or mental handicap), age, veteran status, military status, national origin, religion, pregnancy status, marital status, genetic information, or any other status protected by applicable federal, state or local law.